The Toyota way as a general management philosophy -- What is service excellence? -- The Toyota way continues to evolve -- Principle 1: Philosophy of long-term systems thinking -- Developing lean processes: a short story -- Macroprocess principles: Create a cadence of high value flowing to customers -- Microprocess principles: Make work patterns visible for continuous improvement -- Macrolevel people principles: The context for exceptional people to provide exceptional service -- Microlevel people principles: Develop people to become masters of their craft -- Problem-solving principles: Strive toward a clear direction through experimenting -- The long journey to a customer-focused learning organization.